Customer Order Coordinator

Impact Evolve Ltd; Cheltenham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Hawkstone is a fast-growing premium beer and cider brand in the UK. We’re seeking an Order Processor to own the end-to-end order cycle for grocery and key accounts, ensuring accuracy, timely deliveries and proactive issue resolution.

You will collaborate with Sales, Supply Chain, Finance and Logistics to protect relationships as we scale. The role requires experience in order processing or supplier/customer service, proficiency with ERP systems and Excel, and strong organisational skills in a

Qualifications

• Experience in order processing or customer service within FMCG, grocery or retail is preferred.
• Comfort with ERP/order management systems and Excel is essential.
• Strong attention to product codes, pricing and delivery dates.

Responsibilities

• Own end-to-end order process for grocery and key accounts, from receipt to delivery within lead times.
• Check orders for product, quantity, pricing, delivery date and account requirements; keep teams updated.
• Monitor stock vs open orders; flag shortages and risks early.
• Investigate and resolve discrepancies, returns and delivery queries with Finance, Logistics and Sales.
• Arrange collections with customers and sites; work with logistics to resolve POD queries.
• Build strong relationships with customers' supply chain teams and support the wider order book.

Skills

Order processing

Customer service

ERP systems

Excel

Attention to detail

Organisational skills

Tools

ERP systems

Job description

Your Mission

Hawkstone is one of the fastest-growing premium beer and cider brands in the UK, scaling fast across retail, hospitality, direct-to-consumer and merchandise, with grocery and key accounts becoming a bigger part of the business as that growth continues. As order volumes and account complexity increase, this role is what keeps the order book accurate, visible and moving in the right direction - protecting customer relationships as the business scales.

About the Team

The successful candidate will be the go-to order contact for their accounts, working closely with customers' supply chain contacts and, internally, with the Sales and Key Account, Supply Chain & Logistics, Inventory and Finance teams - plus the Demand and Supply Planning team as the wider order book team grows.

What you'll do

• Own the end-to-end order process for grocery and key accounts, from order receipt and checking through to release, fulfilment and delivery, within agreed lead times.

• Check every order for product, quantity, pricing, delivery date and account-specific requirements before it goes out, keeping customers and internal teams updated along the way.

• Monitor stock position against open orders, flagging shortages and risks early rather than processing orders at face value.

• Investigate and resolve discrepancies, returns and delivery queries, raising credits and internal orders accurately with Finance, Logistics and Sales.

• Arrange collections with customers and sites, and work with logistics and warehouse partners to resolve delivery and proof-of-delivery queries.

• Build strong working relationships with customers' supply chain teams, support the wider order book as the team grows, and help build Hawkstone's reputation with grocers as a reliable, easy-to-work-with supplier.

What you'll bring to the team

• Experience in order processing, customer service or supply chain coordination - ideally with grocery, retail or key accounts in food, drink or FMCG - or the keenness to build it.

• Confidence using ERP or order management systems, customer portals and Excel, with sharp attention to detail on product codes, pricing and delivery dates.

• Strong organisational skills to manage multiple accounts, portals and deadlines, and the confidence to flag issues and follow them through rather than letting them slide.

• A proactive, can-do attitude suited to a fast-moving, growing business - bonus points for FMCG or alcoholic beverages experience.